Customer Experience Manager

Responsibilities:

• Identify customer pains and issues regarding EIC solution and work with internal stakeholders and partners towards improvement.
• Promote value proposition to the global Orange Business Services sales teams to fuel the project pipeline: share success stories, support EIC Sales specialists to identify customer opportunities
• With the help of a Customer Experience Manager team, produce proactive and relevant analysis to accelerate the adoption of new solutions.
• Be accountable to drive high active usage rates within customers by driving the creation and execution of a thorough and action-oriented Adoption Plan.
• On-going identification, creation and development of professional services opportunities within client projects
• Establishing and maintaining long term customer relationships providing best practice advice to improve their operations and initiatives
• Initiating and participating in account planning sessions with both internal teams and client's key stakeholders
• Ensuring the successful and optimum utilization of the Software solutions
• Support annuity revenues by working closely with the account managers during the renewal cycle
• Effective, timely and accurate client communications (oral and written), establishing and reviewing key performance indicators, and active positive engagement